We stayed at Henderson's Wharf Inn in June and were so impressed that we returned in December. My husband purchased one of the special packages offered through Harbor Magic, and we looked forward to our stay. As with our first visit, the gentleman at the front desk was warm and welcoming, and the room was lovely. We received a bottle of wine, eggnog and truffles and a box of Godiva chocolates as part of our package. We were also to receive two tickets to the "Famous Hot Cocoa Bar," but during the two days we were there we never saw a hot cocoa bar. Sadly, we will never know why the cocoa bar is so famous because when we asked at the desk we were told that the cocoa bar was set up for about an hour and a half in the afternoon, and we had missed it. It would have been helpful to know in advance that there was limited availability for this part of the package. The continental breakfast was just ok this time. On our previous visit, the breakfast items were replenished quickly, but on this visit, we had to stand by the doorway of the service area to request plates, silverware, and milk. The loaves of coffee cake/bread were not replenished on either morning, and the woman clearing the tables whisked in and out so quickly we were unable to get her attention to ask for more bread. Had it been close to 10:00 a.m. I would have assumed that nothing was being refilled because it was almost time for breakfast to be over, but we were in the lobby well before 10:00. The destination fee, which was not mentioned when we booked our previous trip, was now explained in writing in a folder on the desk in our room. That doesn't make it any more palatable, especially when many hotels we've visited do not charge such a fee, and simple amenities such as a daily newspaper , Wi-Fi, and bottled water are included in the room rate. There were two bottles of Fiji water in our refrigerator. They were not replaced on the second day of our visit, and had we requested two more bottles we would have been charged $5 per bottle, even though, according to the explanation regarding destination fees, water is included in that charge. Therefore, two destination fees should equal two bottles of water per day. Also included in the destination fee is use of the gym/pool. However, these facilities are not on the premises; they are at another location. We did not open the Godiva chocolate until we returned home, and many of the chocolates in the box were that whitish color of out-of-date candy, and they went into the trash. The first time we stayed at this Inn we felt pampered; this time, not so much.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
January 31, 2013
rsf5, we'd like to thank you taking the time to leave us your feedback during your time at our hotel. From reading over your review, we see that there were numerous issues that you had while staying with us.
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We want apologize for the failure to communicate the time of the Cocoa Bar prior to your arrival. We understand that this was a vital part of your package, and we always want our guests to experience all that our Inn has to offer.
Furthermore, we take great pride in the quality of our breakfast, for which we receive some of our greatest feedback. We will speak with the staff about the necessity of replenishing the buffet and the timeliness of doing so.
You made mention to our destination fee in your review. We never intend for the destination fee to be viewed negatively, as we build great value into the package. If a guest is not able to utilize the components of the package, we gladly waive the fee. While the beautiful MAC Fitness Center is not on premise, we do offer shuttle service there, and we have our own gym on property.
We have chosen to offer Godiva Chocolates as part of our package due to their reputation of offering the finest chocolates. These chocolates were actually purchased from the Godiva store earlier that morning. I will speak directly with them in regard to this specific incident. Please rest assured that this is as unacceptable to us as it is to you.
We have reached out to you on TripAdvisor in hopes of speaking with you directly about your experience. We truly appreciate you taking the time to voice your concerns, and we look forward to making things right.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.